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Measuring hotel guests satisfactionaction by conducting a consumer satisfactionaction survey

  • Boris Snoj
  • Damijan Mumel
  • Anton Ogorelc
  • Natasa Kovacic
Beiträge Customer Satisfaction Measurement


In most service companies achieving customer satisfaction is the primary objective since they explicitly link it to their business success. The clear importance of consumer satisfaction drives various companies to conduct, from time to time and with or without the help of marketing agencies, consumer satisfaction surveys and report to what extent their customers are satisfied.

Although customer satisfaction is considered to be a key variable — indicative of the success or failure of a business relationship — a review of the pertinent literature reveals a lack of consensus definition for consumer satisfaction as well as a lack of comprehensive, theoretically based empirical research stream.

Therefore authors decided to carry out a study in one of the most sensitive industries as far as customer satisfaction is concerned — hotel industry. Data was gathered and analysed on the prevailing practice of the population of hotels in Slovenia using different methods to measure the satisfaction of hotel guests.


Satistaction Survey Hospitality 


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Copyright information

© Springer 2006

Authors and Affiliations

  • Boris Snoj
    • 1
  • Damijan Mumel
  • Anton Ogorelc
  • Natasa Kovacic
  1. 1.Faculty of Economics and BusinessUniversity of MariborMariborSlovenia

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